Representative, Global Recruitment Practice

Concentrix


Date: 4 days ago
City: Cebu City
Contract type: Full time
Job Title:

2024 RCX Support and Leadership Workforce Management

Job Description

The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Essential Functions/Core Responsibilities

  • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
  • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
  • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
  • Complete phone time to keep current on programs (as applicable)
  • Contribute to maintaining forms and legends documents
  • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate Profile

  • Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
  • Effective communication skills, both written and verbal
  • Proficient in Microsoft Office
  • Ability to multi-task and meet timelines on deliverable
  • Detail-oriented


  • Career Framework Role

    Entry level job with little or no prior relevant work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.

    Disclaimer

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

    Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

    Location:

    PHL Mandaluyong City - Megamall

    Language Requirements:

    Time Type:

    If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

    R1460848

    How to apply

    To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

    Post a resume

    Similar jobs

    Maintenance Technician - Cebu

    CBRE Philippines, Cebu City
    16 hours ago
    Job ID199374Posted02-Jan-2025Service lineGWS SegmentRole typeFull-timeAreas of InterestFacilities ManagementLocation(s)Cebu City - Cebu - PhilippinesAbout The RoleAs a CBRE Maintenance Technician, you will be responsible for maintaining small to medium-sized buildings, industrial systems, and equipment.This job is part of the Engineering and Technical Services job function. They are responsible for providing support, preventive maintenance, and repairs on equipment and systems.What You’ll DoPerform...

    Procurement Supervisor

    NUSTAR Resort, Cebu City
    1 day ago
    DepartmentFinanceEmployee TypeProbationaryJob ResponsibilitiesDevelop and implement procurement strategies to meet organizational objectives. Collaborate with department heads to identify procurement needs and forecast demand. Conduct market research to identify potential suppliers and evaluate their capabilities. Identify, evaluate, and select suppliers based on criteria such as quality, price, and delivery speed. Negotiate contracts and terms with suppliers to ensure favorable terms and conditions....

    Customer Care Executive (Cebu, Philippines)

    Zepz, Cebu City
    6 days ago
    About ZepzZepz Group is the group powering leading global remittance brands: WorldRemit and Sendwave. Zepz Group has been disrupting an industry previously dominated by offline legacy players by reducing the barriers to finance and increasing safety and convenience for users. Every day, Zepz Group and its brands work towards unlocking the prosperity of cross-border communities through finance and technology -...